35563.3.0

Polestar 
Service and Parts Business
Technical Journal
TITLE:
IHU Replacement - Prior Approval Needed
REF NO:
ISSUING DEPARTMENT:
CAR MARKET:
TJ 35563.3.0
Technical Service
United States and Canada
PARTNER:
ISSUE DATE:
STATUS DATE:
3 US 7515 Polestar
2024-03-19
2024-04-05
FUNC DESC:
FUNC GROUP:
Media, navigation and
communication
3900
Page 1 of 4
Attachment
File Name
File Size
IHU_Form_PA_TJ_35563.pdf
0.9685 MB
Rows beginning with * are modified
Note! If using a printed copy of this Technical Journal, first check for the latest online version.
DESCRIPTION:
In most cases the IHU does not need to be replaced, and can be saved by following fault tracing in
VIDA.
IHU software improvements have been made in recent releases. Thus, please ensure the vehicle is on
the most recent software version.
As a last step, support can be provided by your Technical Operations Specialist (TOS) through a
Nebula Case.
Due to this, Prior Approval is needed for all IHU replacements.
IHU = Infotainment Head Unit
Produced and printed in the USA and available as an electronic document.
© Polestar 2024
Technical Journal 35563.3.0
CSC Customer Symptom Codes
Code
Description
1Z
Service/repair/Software update failed
32
Infotainment/System reboots
ER
App/Does not work
2E
Audio other/Keypad on center console does not work
XD
Audio other/Audio unit display does not work
7S
Cellular phone/Other cellular phone problems
7N
Navigation/Other navigation problems
EO
Navigation/Does not work
DP
Radio/Does not work
9S
USB unit/Does not work
IM
Video other/Front screen, poor image quality/no image
2V
Technician information/Software/Vehicle communication/Not for warranty use
DTC Diagnostic Trouble Codes
Vehicle Type
Type
Eng
Eng
Desc
Sales Body
Gear
Steer Model Year
534
2021-9999
Plant
Chassis range
Struc Week
Range
19
0000001-9999999
202007-999952
SERVICE:
NOTE: Your warranty claim might be rejected if the procedure in this TJ is not followed.
In most cases the IHU does not need to be replaced, and can be saved by following fault tracing in
VIDA.
As a last step, support can be provided by your Technical Operations Specialist (TOS) through a
Nebula Case. Please complete and include the attached questionnaire to better aide diagnostics.
Contact your Technical Operations Specialist through a Nebula Case to get technical prior approval or
assistance via remote session, using your normal escalation process.
This Technical Journal and outcome of it will be closely followed in the warranty-system to reduce
unnecessary replacements.
Warranty claim info:
Please include the authorization number in the prior authorization field of your warranty submission
and the Nebula case number in the claim text.
LABOR TIME:
Labor time subject to change without notice.
Page 2 of 4
2024-04-05
Technical Journal 35563.3.0
VEHICLE REPORT:
Yes, please submit a Nebula Case to your local technical helpdesk to get technical prior approval or
assistance via remote session.
Use concern area “Vehicle Report” and sub concern area “Support needed Polestar”, use function
group 3900.
Title the report “IHU Prior Approval and remote support”, describe the symptom(s) as thoroughly as
possible and also attach the VIDA diagnostic log to the report.
To view TJ attachment continue to next page. This TJ has one attachment.
2024-04-05
Page 3 of 4
POLESTAR IHU REPLACEMENT PRIOR APPROVAL FORM
NOTE: This form is essen�al for repairs involving IHU replacement. Please follow the ques�onnaire
below to help us further determine the need for the IHU replacement. Failure to provide this form
with the requested informa�on may result in warranty claim errors and denial.
RETAILER CODE
What is the customer's symptom?
Which Screen was affected
CSD Condi�on or Appearance
When did it occur last, if not
preset at this �me?
Is it a first-�me complaint?
Is the symptom verified?
Is the symptom intermitent?
SW version upon arrival at the
shop*
How o�en does the symptom
occur?
How long does the symptom last?
Were there any events that
preceded the symptom?
Were there previous or recent
vehicle repairs performed, and
what kind?
What remedial ac�ons were
atempted?
Is there a�ermarket equipment
installed?
Have all the relevant Technical
Journals been performed? If so,
which ones?
Addi�onal informa�on:
RO #
DATE
VIN
CSD
DIM
“BLACK”
BOTH
“POLESTAR”
DATE
“FACTORY
MODE”
TIME
YES
YES
YES
NO
NO
NO
DAILY
OCCASIONALLY
PERMANENT
HOURS
OTA
T. UPGRADE
MINUTES
START-UP
12V RESET
TRAILER HITCH
RANDOMLY
WHILE CONTINUOUSLY DRIVING
FOR
< Hour
> Hour
IHU RESET
DASHCAM
SECONDS
SW RELOAD (WHICH)
AMPLIFIER
TRACKING DEVICE*
Is there a video or picture evidence
available?
YES
NO
*The current SW version in the vehicle can be found under “Diagnos�cs Overview”.
* The tracking device is commonly connected to the OBD circuit and, in most cases, will have a
different, usually black, OBD2 socket.
POLESTAR IHU REPLACEMENT PRIOR APPROVAL FORM